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Contacting Binary Tree:
Sales:
800-706-2913 or 212-244-3635: Use Option 1 when calling.
sales@binarytree.com
Support:
800-706-2913 or 212-244-3635: Use Option 2 when calling.
8:00 AM to 7:00 PM Eastern Standard Time
support@binarytree.com
Binary Tree is committed to ensuring that our customers receive the highest level of support for its products. Should you have a problem with our software or require further clarification with regard to its functionality, please do not hesitate to contact us. The support staff will offer consistent solutions to the potentially complex issues of our Binary Tree customers. With an extensive, comprehensive knowledge base, Binary Tree guarantees a prompt and satisfactory resolution.
When contacting our support team you must have a purchased support incident. A support incident gives you the ability to log a problem or ask a question. A support incident is deducted every time you contact Binary Tree support (with the exception of incidents pertaining to bugs within the software).
* Binary Tree support incidents expire after one calendar year
Binary Tree support is broken down into three different tiers. Support incidents are priced according to the support tier you chose:
Evaluation Support
- Ability to email Binary Tree support
- Immediate acknowledgment of issue
- 1 business day response time
- Delivery of bug fixes, patches and workarounds
Tier 1: Email Support
- Ability to email Binary Tree support
- Immediate acknowledgment of issue
- Two hour response time - 1 business day maximum response time
- Delivery of bug fixes, patches and workarounds
- New software release upgrades
- Assuming software license and software maintenance agreement is current
Tier 2: Email and Phone Support
- Ability to phone and email Binary Tree support
- Immediate acknowledgment of issue
- Two hour response time for email - 1 business day maximum response time
- Four hour response time for phone - 1 business day maximum response time
- Calls made prior to 1PM EST will be returned on the same day. Calls after 1PM EST will be returned by the following business day.
- Ability to troubleshoot with Binary Tree support over a screen sharing application
- Delivery of bug fixes, patches and workarounds
- New software release upgrades
- Assuming software license and software maintenance agreement is current
Tier 3: Dedicated Support Personnel
- Immediate acknowledgment of issue
- Assigned a dedicated Binary Tree support personnel (direct extension access)
- Immediate response time (within business hours)
- Single point of contact for all issues reported to Binary Tree
- Ability to call or email dedicated Binary Tree support personnel
- Ability to troubleshoot with Binary Tree support over a screen sharing application
- Delivery of bug fixes, patches and workarounds
- New software release upgrades
- Assuming software license and software maintenance agreement is current
Tier 4: After Hours & Weekend Support
Binary Tree offers after hours and weekend support. All pricing and availability needs to be arranged with the Binary Tree sales department. (sales@binarytree.com).
Specifications
Binary Tree support specifications for all customers are as follows:
- It is recommended that all customers utilize the help documentation (within the product) and support knowledge database on the Binary Tree website before contacting support.
- It may be necessary for customers to provide Binary Tree with test data for software problem recreation purposes. If needed, a Non-Disclosure Agreement (NDA) can be signed between both organizations.
- If all support incidents have been utilized and the customer does not choose to purchase more support incidents, then they forfeit the right to receive any new software releases.
On-site Support
Should you require a higher level of support, Binary Tree offers on-site assistance. Once Binary Tree support determines the problem will require an on-site technical visit, a resource will be scheduled based on availability and impact level. Costs associated with on-site services are billed on an hourly basis according to the Binary Tree sales department (sales@binarytree.com).
Software Maintenance
Binary Tree charges yearly software maintenance which is 15% of the total software cost.
To purchase support incidents you may contact our sales department (sales@binarytree.com) or log on to our website at www.shopbinarytree.com.
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